Customer Service Agents will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Must be customer focused and enjoy working with the public
- Interest in marketing products and services based on customer needs
- Develop leads, schedule appointments, identify customer needs, and market appropriate products and services
- Answer a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account management
- Make some outbound follow-up calls to existing customers
- Use problem solving skills to ensure customers have a positive moving experience
- Sell products and place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Complete call logs and reports
- Essential duties, responsibilities, and activities may change at any time with or without notice
Competencies/skills
- Proficient in relevant computer applications (Microsoft Word, Excel, and Outlook)
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Ability to work in a call center environment
- Ability work independently, to multitask and prioritize daily responsibilities
- Strong organizational skills
- Ability to handle stressful situations appropriately
- Excellent written/verbal/listening skills to communicate and interact effectively with customers via phone, email, and chat technology
- Ability to track, report, and submit sales stats to management daily
- Detail oriented
- Proactive in problem solving
- Ability to succeed in a fast-paced customer service environment
- Knowledge of moving/storage or logistics industry is a plus
- Expected to work between 40-50 hours per week